Complaints

Submitting your complaint via our online form is a great way to help ensure you provide all relevant information, and we can address your complaint as soon as possible.

When making a complaint please describe your issue in as much detail as possible and how you believe it could be resolved.

If you have supporting documents you’d like to provide, you can securely upload them through our secure upload tool. You should be provided with a reference number in your acknowledgement email from us. Including this number with your supporting documents will help us connect the documents to your complaint.

Form instructions

Members

You can verify your details so we can answer specific questions about your account, or manually fill in your details if you're seeking general information.

1. Choose ‘Account Question’ or ‘General Question’.
2. Log in or enter your personal details.
3. Select ‘Formal Complaint’ under Reason for enquiry.
4. Choose your ‘Enquiry Topic’.
5. Input the details of your complaint.
6. Read the Privacy Collection Statement and check the box if you’re happy to proceed.
7. Click ‘Send Enquiry’.

Non-Members

1. Enter your personal details.
2. Select ‘Formal Complaint’ under Reason for enquiry.
3. Choose your ‘Enquiry Topic’.
4. Input the details of your complaint.
5. Read the Privacy Collection Statement and check the box if you’re happy to proceed.
6. Click ‘Send Enquiry’.

Employers

1. Enter your employer details.
2. Select ‘Complaint’ under Reason for enquiry.
3. Choose your ‘Enquiry Topic’.
4. Input the details of your complaint.
5. Read the Privacy Collection Statement and check the box if you’re happy to proceed.
6. Click ‘Send Enquiry’.

Important: If you’re not an authorised third-party for the member, we will contact the member regarding your complaint.

You can also make a complaint via our Contact Centre.

Before making a complaint, please have your member number ready. You can find your member number via the Find my member number tool.

When making a complaint via our Contact Centre, please provide as much information as possible to the consultant, so we can respond to your complaint as soon as practicable.

Australia callers: 1300 300 273
Overseas callers: +61 3 9067 2108
Operating hours: 8am – 8pm AEST/AEDT weekdays

Call wait times may be long during peak periods. If you’re facing a long wait, you may want to consider lodging your complaint via the online form.

Assistance in other languages

If English isn’t your preferred language and you need help making a complaint, you can access Translating and Interpreting Service (TIS National) at no-extra cost by calling 131 450.

Assistance for hearing and speech impaired members

If you have a hearing or speech impairment and need support lodging your complaint over the phone, you can access the National Relay Service (NRS) at no-extra cost. The NRS provides a range of options including TTY, voice relay, NRS captions, video relay, SMS relay and NRS chat. The NRS is a confidential service. To find out more visit: accesshub.gov.au/about-the-nrs

Assistance for Aboriginal and Torres Strait Islander members

Our Contact Centre provides an Aboriginal and Torres Strait Islander specialist service. This service goes to culturally trained colleagues to provide a more knowledgeable and efficient experience. To speak to this team, please choose the option when you call or please tell the person on the phone that you are an Aboriginal and Torres Strait Islander person.

You’re welcome to email complaints if you prefer. When submitting your complaint via email, please provide the following information to avoid delays:

• Include the term ‘Complaint’ in the subject line
• Your full name
• Member number (you can also find your member number with our online tool)
• Preferred contact number (including state area code for landline numbers)
• A description of your complaint

It’s important to include the above information, as missing information may mean it takes longer for us to process your complaint. Once you’ve provided all relevant information, please email it to: complaints@australiansuper.com

Important note: Don’t send attachments by email as it is not secure. If you have attachments send your complaint by post or use our secure online upload option.

Alternatively, you can mail your complaint to us. If you are mailing your complaint in, please bear in mind response timeframes take longer if there are postal delays.

When making a complaint please describe your issue and how it could be resolved.

Please provide:

• Your full name
• Member number
• Preferred contact number (including state area code for landline numbers)
• A description of your complaint
• Supporting documents

Then send your complaint to:
GPO Box 1901
Melbourne VIC 3001